20/095 — Step 1 — Single Party Framework for the Supply of Contact Centre Services to Gas Networks Ireland
Ervia
Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland.
Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.
As per PQQ Doc.
The time limit for receipt of tenders was 2021-01-29. The procurement was published on 2020-12-16.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who?- • Ervia
- • Customer services › Customer-care services
- • Customer services › Customer survey services › Customer satisfaction survey
- • Document creation, drawing, imaging, scheduling and productivity software development services › Scheduling and productivity software development services › Contact management software development services
- • Helpdesk and support services › Helpdesk services
- • Scheduling and productivity software package › Contact management software package
- • Telephone-answering services › Call centre
Procurement history
| Date | Document |
|---|---|
| 2020-12-16 | Contract notice |
| 2023-01-05 | Contract award notice |
Contract notice (2020-12-16)
Object
Scope of the procurement
Title: Call centre
Reference number: 20/095
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Show more
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Contact management software package 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Ervia
Postal address: POBox 900, Webworks, Eglinton Street
Postal town: Cork
Contact
Internet address: http://www.ervia.ie 🌏
E-mail: tenders@ervia.ie 📧
Phone: +353 4239641 📞
URL for documents: http://www.etenders.gov.ie 🌏
URL for participation: http://www.etenders.gov.ie 🌏
Reference
Dates
Date dispatched: 2020-12-16 📅
Submission deadline: 2021-01-29 📅
Publication date: 2020-12-21 📅
Identifiers
Notice number: 2020/S 248-618770
OJ-S issue: 248
Additional information
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Show more
Object
Scope of the procurement
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Show more
“Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.”
“As per PQQ Doc.”
Duration: 60 months
Description of renewals:
“Due for renewal July 2027.”
Description of options:
“2 year extension option allowed.”
Additional information:
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Show more
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
“Please refer to tender documents available to download from www.etenders.gov.ie only.”
Contract execution
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal...”
Show more
“The contracting entity also reserves the right to contract with each member of the group on the basis of joint and several liability, or with one member of...”
Show more
Procedure
Legal basis: 32014L0025
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
“It is envisaged that five (5) applicants will be invited to tender (provided five applicants submit compliant PQQ Responses that meet the minimum requirements).”
Show more
“If more than one applicant is ranked at fifth place, all the fifth placed applicants will be invited to tender.”
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Tender Admin
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/376 🌏
Documents URL: www.etenders.gov.ie 🌏
URL for participation: www.etenders.gov.ie 🌏
URL for documents: www.etenders.gov.ie 🌏
Complementary information
Review body
Name: The High Court
Postal address: The Four Courts
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: http://www.courts.ie 🌏
Information about review deadlines:
“Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and...”
Show more
Source: OJS 2020/S 248-618770 (2020-12-16)
Object
Scope of the procurement
Title: Call centre
Reference number: 20/095
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Call centre 📦
Additional CPV: Contact management software package 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Negotiated procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: Ervia
Postal address: POBox 900, Webworks, Eglinton Street
Postal town: Cork
Contact
Internet address: http://www.ervia.ie 🌏
E-mail: tenders@ervia.ie 📧
Phone: +353 4239641 📞
URL for documents: http://www.etenders.gov.ie 🌏
URL for participation: http://www.etenders.gov.ie 🌏
Reference
Dates
Date dispatched: 2020-12-16 📅
Submission deadline: 2021-01-29 📅
Publication date: 2020-12-21 📅
Identifiers
Notice number: 2020/S 248-618770
OJ-S issue: 248
Additional information
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Object
Scope of the procurement
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
“Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers.”
Show more (1)
“As per PQQ Doc.”
Description of renewals:
“Due for renewal July 2027.”
Description of options:
“2 year extension option allowed.”
Additional information:
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity:
“Please refer to tender documents available to download from www.etenders.gov.ie only.”
Contract execution
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
“Requests to participate may be submitted by single entities or by groups of service providers. A group will not be required to convert into a specific legal...”
“The contracting entity also reserves the right to contract with each member of the group on the basis of joint and several liability, or with one member of...”
Procedure
Legal basis: 32014L0025
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
“It is envisaged that five (5) applicants will be invited to tender (provided five applicants submit compliant PQQ Responses that meet the minimum requirements).”
“If more than one applicant is ranked at fifth place, all the fifth placed applicants will be invited to tender.”
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Tender Admin
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/376 🌏
Documents URL: www.etenders.gov.ie 🌏
URL for participation: www.etenders.gov.ie 🌏
URL for documents: www.etenders.gov.ie 🌏
Complementary information
Review body
Name: The High Court
Postal address: The Four Courts
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Internet address: http://www.courts.ie 🌏
Information about review deadlines:
“Please refer to Statutory Instrument 131 of 2010, European Communities (Award of Contracts by Utility Undertaking) (Review Procedures) Regulations 2010 (and...”
Source: OJS 2020/S 248-618770 (2020-12-16)
Contract award notice (2023-01-05)
Object
Scope of the procurement
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Show more
Total value of the procurement: 16 800 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Award criteria
Lowest price
Contracting authority
Identity
Awarding authority name: Gas Networks Ireland
Postal address: Gasworks Road
Postal code: Cork
Contact
Internet address: http://www.gasnetworks.ie 🌏
E-mail: tenders@gasnetworks.ie 📧
Reference
Dates
Date dispatched: 2023-01-05 📅
Publication date: 2023-01-10 📅
Identifiers
Notice number: 2023/S 007-015116
Refers to notice: 2020/S 248-618770
OJ-S issue: 7
Additional information
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Show more
Object
Scope of the procurement
Short description:
“As per PQQ Doc”
Description of options:
“2 year extension option allowed”
Additional information:
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Show more
Award of contract
Date of contract conclusion: 2022-08-08 📅
Name: Fexco Limited
Postal address: Fexco Centre, Iveragh Road, Killorglin, Co. Kerry
Postal town: Killorglin
Country: Ireland 🇮🇪
Total value of the procurement: 16 800 000 EUR 💰
Information about tenders
Number of tenders received: 2
Complementary information
Review body
Postal town: Dublin
Postal code: 7
Information about review deadlines:
“Precise information on deadline(s) for review procedures:”
Source: OJS 2023/S 007-015116 (2023-01-05)
Object
Scope of the procurement
Short description:
“Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service....”
Total value of the procurement: 16 800 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Award criteria
Lowest price
Contracting authority
Identity
Awarding authority name: Gas Networks Ireland
Postal address: Gasworks Road
Postal code: Cork
Contact
Internet address: http://www.gasnetworks.ie 🌏
E-mail: tenders@gasnetworks.ie 📧
Reference
Dates
Date dispatched: 2023-01-05 📅
Publication date: 2023-01-10 📅
Identifiers
Notice number: 2023/S 007-015116
Refers to notice: 2020/S 248-618770
OJ-S issue: 7
Additional information
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Object
Scope of the procurement
Short description:
“As per PQQ Doc”
Description of options:
“2 year extension option allowed”
Additional information:
“You must submit through the eTenders system before the deadline. Tenders that are not fully uploaded by the response deadline will not be accepted by the...”
Award of contract
Date of contract conclusion: 2022-08-08 📅
Name: Fexco Limited
Postal address: Fexco Centre, Iveragh Road, Killorglin, Co. Kerry
Postal town: Killorglin
Country: Ireland 🇮🇪
Total value of the procurement: 16 800 000 EUR 💰
Information about tenders
Number of tenders received: 2
Complementary information
Review body
Postal town: Dublin
Postal code: 7
Information about review deadlines:
“Precise information on deadline(s) for review procedures:”
Source: OJS 2023/S 007-015116 (2023-01-05)
New procurements in related categories 🆕
- Business services: law, marketing, consulting, recruitment, printing and security (>20 new procurements)